Smart software for better quality in healthcare.Paper forms to report incidents and cumbersome document management: it was the daily reality before De Waalboog (a Dutch elderly care organisation) discovered Zenya. Thanks to Zenya, the processes around document management and incident reporting have improved significantly. Liesbeth Bögels, policy officer for Quality and Safety at De Waalboog, shares her experiences and the results of using Zenya in this customer story.
De Waalboog is there for people with age-related problems. In the vulnerable phase of their lives, De Waalboog offers customised care, treatment, guidance and advice. In people’s homes (with Waalboog Thuis and Nonna Reco) and for more intensive care in one of the residential care homes, or in the specialist care and treatment centre, if living at home is no longer suitable. De Waalboog is an expertise centre for people with dementia and very severe problem behaviour, and for people with gerontopsychiatric problems.
In addition, De Waalboog works with educational institutions on training for future-proof care for the elderly. As you can imagine, for an organisation with more than 560 care places and 1370 employees, it is important that processes run smoothly.
Before the implementation of Zenya in 2016, a lot of work at De Waalboog was still done on paper, especially when registering and reporting incidents. Liesbeth: ‘Incidents were filled in manually, which created inefficiency and a lack of insight. Paper forms had to be physically taken to human resources and were only sporadically analysed. This made it difficult to spot trends and areas for improvement quickly.’
Managing policy documents and protocols was also cumbersome before the organisation used Zenya. ‘Employees struggled to find the correct and most up-to-date version of a document. This led to uncertainty and the risk of using outdated protocols.’ De Waalboog has been using Zenya for document management since 2016 and the incident reporting module was also implemented at the end of 2016.
The choice of Zenya was obvious – we heard positive stories and saw that the software was widely used in the (elderly) care sector.’
‘The choice of Zenya was obvious,’ says Liesbeth. ‘We heard positive stories and saw that the software was widely used in our sector. Moreover, it was convenient that we could extend the document management system with the incident management module.’ With the arrival of Zenya, De Waalboog has digitised both its incident reporting process and document management.
Liesbeth: ‘Reports are now automatically recorded and forwarded to the right person. This saves time and prevents reports from being left behind. Quarterly reports have also improved. Previously, data had to be collected and analysed manually, if at all. Now we have insight into trends at a glance, which helps in making policy decisions.’
The organisation is also working on further automation with a BI tool to make analyses even more efficient. ‘A great example of what Zenya has given us is an increase in the number of reported incidents. That may sound negative at first, but it means that the threshold to report has become much lower for colleagues,’ says Liesbeth. ‘This allows us to take action faster and implement improvements.’
Another big improvement, in Liesbeth’s opinion, is the use of Interactive documents. Liesbeth: ‘Previously, we did work with processes in Visio. That took a lot of time and was not always user-friendly. Now we can also display processes much more easily in interactive documents, allowing employees to quickly find the right information.’
An interactive document is a feature in the Zenya DOC module that allows organisations to quickly make specific information accessible to users. To create an interactive document, you don’t need any technical knowledge. Anyone can do it. Within the Waalboog, employees easily access the right protocols and work instructions via tiles on the intranet via Interactive documents.
‘With the tiles on the home screen, I try to play around,’ says Liesbeth. ‘It’s a matter of finding the right balance. Too many tiles confuse, but if there are too few tiles it becomes less accessible.’
How Liesbeth experiences working with Zenya? She is very appreciative of that. ‘The service desk responds quickly and comes up with practical solutions. For example, the other day I got stuck with a script error when creating links. Within no time I got an answer and the problem was solved.’
What Liesbeth also likes is the close contact with her contact person, Agnieszka Bakowska (Customer Success Manager). ‘Agnieszka really is considerate of our needs and gives valuable suggestions on how we can use Zenya optimally. I don’t always have time immediately to get to work on everything, but it’s nice to know that support is there when we need it.’
The software not only makes my job easier, it ultimately ensures that we can provide better care to clients. And that’s what it’s all about.’
De Waalboog has bright plans for the future. For instance, Liesbeth would prefer to fully automate the quarterly reports with Power BI, so that everyone gets an even quicker insight into the data. For this, De Waalboog uses a link between Zenya and Power BI. In addition, Liesbeth sees plenty of opportunities for AI within document management.
Liesbeth: ‘How cool would it be if AI could soon help us clean up documents and detect duplicate or outdated protocols? That could make for an efficient clean-up operation!’
Thanks to this mindset, De Waalboog continues to improve its quality of care and support employees with the best digital tools. ‘Zenya helps us tremendously to keep an overview and streamline our processes. I can’t live without the software anymore – it not only makes my work easier, it ultimately ensures that we can provide better care to clients. And that’s what it’s all about,’ concludes Liesbeth.
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